How we work
Our Process
The same standard for every landlord and every applicant.
KeyMoment runs one documented process. Every landlord gets the same steps in the same order. Every applicant is assessed against the same published criteria. Nothing is improvised and everything is recorded.
Landlord journey
- Step 1
Enquiry and free rental appraisal
Timeframe: Within 1 working day of enquiry
We review the property, the local market and a realistic rent. No charge and no obligation.
- Step 2
Qualification and compliance readiness check
Timeframe: 1 to 2 working days
We confirm ownership, letting authority and which safety and compliance documents are in place or outstanding.
- Step 3
Instruction and written terms
Timeframe: Same day as instruction
You receive written Terms of Business setting out scope, fees and cancellation rights before anything is payable.
- Step 4
Property information and document collection
Timeframe: 1 to 3 working days
We collect property details, ID, ownership evidence and safety certificates and record what is still needed.
- Step 5
Marketing preparation and listing
Timeframe: After advert approval and marketing-readiness review
The proposed advert and selected photos are shared for approval by the recorded authorised owner or required joint owners. Approval is for that exact version. Admin reviews marketing readiness and publishes separately; saving details or approving an advert does not make it live. Outstanding items and provisional availability are recorded. Advertising is not confirmation of occupation readiness.
- Step 6
Viewing coordination
Timeframe: After initial qualification and provisional landlord acceptance
KeyMoment reviews enquiries for suitability and records the landlord's provisional decision before arranging a viewing. Enquiries are not bookings or approved applications. Up to three viewing blocks are included.
- Step 7
Applications and referencing
Timeframe: 3 to 7 working days per applicant
Applications taken, income verified and affordability assessed in-house, and relevant references taken. Right to Rent is administered separately where agreed in writing.
- Step 8
Applicant information presented to landlord
Timeframe: When admin explicitly shares the review
An admin-written summary explains supplied and verified information, affordability, findings and outstanding items. Permission to arrange referencing is separate from the final applicant review. Internal notes and sensitive documents are not included.
- Step 9
Landlord final approval
Timeframe: Your timescale, no deadline imposed
You approve, request clarification or decline. The decision is recorded against the summary version and the property's decision authority; required joint-owner decisions are recorded separately. Material changes require a fresh decision. Approval is not a signed tenancy or confirmation of safety completion or a move-in date.
- Step 10
Tenancy setup and completion
Timeframe: 3 to 10 working days to move-in
Agreed tenancy setup completed, deposit protection checklist provided, then the property hands back to you.
Applicant journey
- Step 1
Enquiry
Register interest with your requirements and contact details, with or without a property. This is not acceptance for a property or a viewing invitation. Portal access is by admin-issued invitation; ID and bank statements are not required for initial registration.
- Step 2
Viewing
KeyMoment qualifies the enquiry and records provisional landlord acceptance before arranging an appointment. Viewing feedback and continued interest are recorded.
- Step 3
Application
Full application taken, including income, employment and current address history.
- Step 4
Right to Rent check where applicable
Identity and Right to Rent evidence checked for England lettings and the check recorded.
- Step 5
Referencing
We verify income and assess affordability in-house, and take relevant references. Where a guarantor is needed, we assess their suitability separately. We can arrange a formal credit check if agreed with the landlord or required by their insurer. Any additional provider cost will be agreed with the landlord before we order the check. Applicants are not charged for referencing.
- Step 6
Decision against published criteria
Assessed against the same published Applicant Selection Policy as every other applicant.
- Step 7
Tenancy setup
Agreed tenancy paperwork prepared and move-in arranged.
Every applicant is assessed against our Applicant Selection Policy.
What We Record
- Enquiry date, source and initial requirements
- Rental appraisal notes and the rent recommended
- Compliance readiness checklist and outstanding items
- Signed Terms of Business and instruction date
- Ownership and identity evidence supplied
- Safety certificates and expiry dates
- Marketing copy, photography and the date the property went live
- Viewing appointments, attendance and written viewing feedback
- Application forms and supporting documents
- Right to Rent check evidence and check date, where applicable
- Referencing results and the criteria applied
- Applicant summaries presented to the landlord
- The landlord's approval or decline decision and its date
- Tenancy setup documents and the deposit protection checklist
Where we advertise your property
- The KeyMoment website property listings
- Our registered applicant alerts list, emailed direct to matched applicants
- KeyMoment social channels, including Facebook and LinkedIn
- Local Facebook property and community groups where permitted
- Direct contact with applicants already registered with us for the area
Rightmove and Zoopla listings are not currently included. KeyMoment does not list on the major portals, so a property advertised with us is not shown on Rightmove or Zoopla. Instead your property is marketed through the channels listed above, and the fee stays a flat £500 with no portal surcharge.
Admin previews and confirms each outbound portal email before sending. Routine edits and follow up dates do not automatically send emails. Phone follow up can be recorded instead. Public website form acknowledgements remain separate. Property-alert consent is optional and separate from portal access or privacy-notice acknowledgement.
Fee terms
- £500 fixed fee.
- No VAT currently charged.
- £250 payable on instruction, £250 payable when the tenancy is signed.
- If we have not produced a referenced applicant within 30 days of your property going live, the first £250 is refunded in full, or transferred to a future instruction if you prefer, subject to terms and conditions. Effective from 1 October 2026.
- Includes accompanied viewings up to three viewing blocks.
- We verify income and assess affordability in-house, and take relevant references. Where a guarantor is needed, we assess their suitability separately. We can arrange a formal credit check if agreed with the landlord or required by their insurer. Any additional provider cost will be agreed with the landlord before we order the check. Applicants are not charged for referencing.
- Right to Rent is a separate legal check, not an affordability assessment or credit check. Responsibilities are confirmed in writing. The landlord retains the final decision on who to let to.
- This applies to new instructions only. Existing instructions retain their agreed scope unless the landlord agrees a change in writing.
- Key collection is not included; optional collection is £45 per weekday or £75 per weekend appointment.
- Property Redress Scheme member PRS059901.
Related business disclosure
KeyMoment may refer landlords to Sunderland Landlord Compliance for compliance services. The two businesses share a common interest. Landlords are under no obligation to use any business we refer them to and are free to use any provider they choose. We will tell you about this connection in writing before any referral is made.
This process is documented, applied consistently to every instruction, and available to landlords on request.